News

Roy Rogers fills new consumer care manager role

November 27, 2019

Roy Rogers Restaurants has selected John Giffin, a former commercial cleaning service executive, to fill a newly created post of consumer care manager at the brand. Giffin will handle guest relations and recovery programs, brand reputation management, mystery shopper activity and guest intercepts to gather feedback on strategic initiatives for the chain, a news release said.

"John's hiring is the latest in an extensive list of investments we are making to enhance and elevate our brand," Executive Vice President Jeremy Biser said in the release. "He will be integral to the deployment of our organizational philosophy, which states that we are a values-driven company maniacally focused on quality as expressed in the four pillars of products, people, experiences and business. 

"John will play a key role in maintaining that focus by gathering guest insights and ensuring they are represented in all discussions as we strategize to improve brand relevance, guest experience and menu strategy. We are excited to bring him onto our team to help Roy Rogers Restaurants stand out as a 'cut above' a typical QSR."

Giffin's was most recently an area operations manager for Office Pride, a Frederick-based commercial cleaning service, and oversaw a team of 20 employees charged with ensuring client satisfaction and customer retention for 50 accounts. 

"I grew up in Maryland, and know what a loyal following Roy Rogers has here," Giffin said in the release. "I'm honored to now have the opportunity to help strengthen the company's bond with existing and new fans alike. I look forward to hearing and sharing their thoughts on how the brand is performing and how we can further improve our quality standards."

The company is kicking off its second half-century in business with a renewed franchise-expansion initiative supported by updates to its menu, marketing efforts, store design, vendor contracts, mobile capabilities and more. The brand currently consists of 24 company-owned restaurants and 24 franchise restaurants in six states.